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Transcript of V ERBAL & NON - VERBAL COMMUNICATION 1 SELF LEARNING MODULE 1 CHAPTER 5 Teamglobal © Kautilya...
VERBAL & NON-VERBAL VERBAL & NON-VERBAL COMMUNICATIONCOMMUNICATION
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SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 5CHAPTER 5
TeamglobalTeamglobal©©Kautilya Learning Academy of ProfessionalsKautilya Learning Academy of Professionals
CONTENTCONTENT Objectives
Introduction To Verbal & Non Verbal Communication
Major Areas Of Non Verbal Behaviour
Video Links
Casestudy
Learnings
Test Yourself 2
SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 5CHAPTER 5
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OBJECTIVESOBJECTIVES
Understand the Importance of Nonverbal Communication
State a definition of Nonverbal Communication and
identify different types
Describe the purpose Nonverbal Communication serves in
the communication process
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VERBAL COMMUNICATIONVERBAL COMMUNICATION Verbal communication means a communication that takes
place by means of a language or words.
It includes the following contents.
a. Oral communication (Speaking & listening)
b. Written communication (writing & reading)
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Speaking:-
In order to send message in business, speaking
plays a vital role.
Writing:-
It is used when a complex message is sent.
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Listening:-
People in business spend more time in obtaining
information then transmitting it. Listening is the most
important way to receive information.
Reading:-
Reading involves understanding and interpreting the
material.
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NON-VERBAL COMMUNICATIONNON-VERBAL COMMUNICATION
The study of non-verbal communication examines how
messages are communicated through physical behavior,
vocal cues and spatial relationships.
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The total impact of a message breaks down like this:
7 percent verbal (words)
38 percent vocal (volume, pitch, rhythm, etc)
55 percent body movements
(mostly facial expressions)
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NON-VERBAL COMMUNICATION NON-VERBAL COMMUNICATION IN ORGANIZATIONIN ORGANIZATION
Environment
Body placement
Posture
Gestures
Facial expressions and movement
Clothing, dress, appearance
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Major areas of nonverbal behaviors are:
Eye contact
Facial expressions
Gestures
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Posture and body orientation
Proximity
Para linguistics
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EYE CONTACT EYE CONTACT
The eyes can give clues to a person’s thoughts.
When someone is excited, his pupils dilate to four times
the normal size.
An angry or negative mood causes the pupils to contract.
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EYE CONTACTEYE CONTACT
Direct eye-contact conveys interest, warmth, credibility
and concern.
Shifty eyes suggest dishonesty.
Downward gaze may be a sign of submissiveness or
inferiority
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FACIAL EXPRESSIONSFACIAL EXPRESSIONS
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FACIAL EXPRESSIONSFACIAL EXPRESSIONS
There are six categories of facial expressions:
Happiness
Sadness
Anger
Disgust
Surprise
Fear15
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Happiness- “Whoever is happy will make others happy
too.” -Mark Twain
Sadness- “Sadness dulls the heart more than the grossest
sin.”
Anger- “Anger is one letter short of danger”
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Disgust- A disgusting expression on the face is
considered negative and should be avoided in formal
gatherings.
Surprise- The eye-brows and the eyes are most affected
in an expression of surprise.
Fear- There is nothing to fear, but fear itself.
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GESTURES GESTURES
Gestures communicate as effectively as words,
sometimes even better.
Gestures support the verbal communication.
They sometimes detract from what you say.
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There are some negative gestures which should be
avoided:
Pointing at people- It is perceived as accusatory.
Fiddling with your items-It gives the impression that
you are nervous.
Dragging the feet-It implies lethargy.
Head Down- It suggests timidity.
Drooping shoulders- It implies weariness and lethargy.
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Weak handshake-It implies meek and ineffectual
personality.
Shifty eyes- It suggests nervousness.
Arms crossed on the chest- It is a defensive gesture.
Hands in pockets- Shows disrespect, and that you have
something to hide.
Covering your mouth- It suggests you are lying.
Shaking feet or legs- It shows indifference and
disinterest. 20
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AVOID THESE HAND GESTURESAVOID THESE HAND GESTURES
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USE THESE HAND GESTURESUSE THESE HAND GESTURES
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POSTUREPOSTURE Body posture can be open or closed.
Interested people pay attention and lean forward.
Leaning backwards demonstrates aloofness or rejection.
A head held straight up signals a neutral attitude.
A head down is negative and judgmental.
A head tilted to the side indicates interest.
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Some Negative Postures should be avoided:
Rigid Body Posture-Anxious/ Uptight
Hunched Shoulders –Lacks interest/ Feeling inferior
Crossed Arms-Protecting the body/ Negative Thoughts
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VERBAL & NON VERBAL VERBAL & NON VERBAL COMMUNICATIONCOMMUNICATION
https://www.youtube.com/watch?v=I9i5_xwRE_U
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NONNON VERBAL VERBAL COMMUNICATION CASE STUDYCOMMUNICATION CASE STUDY
At an early stage project meeting Mary, the project team leader,
presented her suggested project timetable to meet the project goals. During
the presentation she noticed that two team members were showing non-
verbal signs of disapproval. Simon was frowning and shaking his head and
Justin had leant back in his chair and folded his arms. Mary stopped what
she was saying, turned to Simon and Justin and asked ‘I sense you are not
supportive of what I’m saying. Can I clarify anything for you?’ Simon
replied ‘You are right. I think the project timetable is unachievable.’ Mary
responded by directing a question to the whole group ‘How do the rest of
you feel about the timetable I’m suggesting?’25
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By observing these valuable non-verbal cues Mary was able
to open up communication amongst the team and find an early
resolution to this problem. Had she ignored or not been aware of the
cues, she could well have encountered serious problems with
meeting the project timetable and ultimate completion. Additionally,
she might not have received the full support of two valuable team
members.
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LEARNINGSLEARNINGS
Facilitates to pay attention to multiple mediums of
communication.
Facilitates to develop proficiency in understanding gesture
clusters.
Helps in understanding that our body has multiple channels
that can be successfully used to communicate thoughts
effectively.
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TEST YOURSELF:TEST YOURSELF: When communicating with others, I pay attention to
non-verbal signals - body language, facial expressions
and gestures.
a. Always or Nearly Always
b. Often
c. Some-times
d. Rarely Never or Hardly Ever
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I nod my head and use other gestures and facial
expressions to show that I’m interested in what is
being said.
Always or Nearly Always
Often
Some-times
Rarely Never or Hardly Ever29
TEST yourself:TEST yourself:
SELF LEARNING MODULE 1SELF LEARNING MODULE 1 CHAPTER 5CHAPTER 5
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I offer verbal signals while listening, things like, ‘Go
on… ’ or ‘Uh huh’ to encourage the speaker to
continue.
Always or Nearly Always
Often
Some-times
Rarely Never or Hardly Ever
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Test Test yourself:yourself:
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